I've been fighting this for over a year, please help me!

frustrated99

I bought a laptop from shop direct for £400 BNPL last June. The laptop was faulty (open box & cracked screen!) so I fired off an email and returned it the same day. They send an email back apologising and saying a new one would be sent. I said no, cancel my order.

Two days later they redelivered the broken laptop. I again returned it and sent another email. They pleaded ignorance, said they never received it back, but I had the tracking receipt to prove they did.

Another two days later they tried to deliver it to me again!! I refused delivery and the driver took it away.

They refused to admit they had received it back at all, let alone three times.

They have sent letter after letter demanding I pay. This was the only item on my account. There has been an ongoing email exchange for the past year, and I've got nowhere. They have added £100's of missed payment charges, and have also now added the BNPL interest.

They sold the debt to Lowell, who sent a letter asking me to settle the debt immediately or they will send a doorstep agent to discuss it.

The letter also says "shop direct have checked their records and can see no reason why this should remain unpaid."

*bangs head on table*

This has destroyed my credit rating, caused so much stress over the past year I can't sleep for crying, and now I have the added fear of a doorstep collection.

I don't know what to do, please please help me.

RAS

Stop worrying about door step collection - they have no legal right even if they do turn up.

I think you need something like one of the consumer champions in the paopers to sort out the company. Then sort out the credit rating.

CashRequired

I thought customers had a right to reject/cancel anything if its given back in the same condition within a certain time frame?

Someone more knowledgeable than me will come along soon enough!

frustrated99

CashRequired wrote: »

I thought customers had a right to reject/cancel anything if its given back in the same condition within a certain time frame?

Someone more knowledgeable than me will come along soon enough!

That's what I thought, but they're pretending they never received my return.

CashRequired

I'd give citizens advice a ring.

merlot123

Do you have the tracking number? If so, call the courier company and get a print out of the delivery etc with proof of delivery (signature).

If you can prove you returned it twice, then it is upto the company to prove you received it on the third visit, as their will be no POD as you refused delivery.

merlot123

Who is the courier company?

frustrated99

merlot123 wrote: »

Who is the courier company?

The courier who delivered it to me are Yodel. The courier I returned it with the first two times was Royal Mail and I was given a tracking number which both showed as delivered online. The third time I refused to accept the delivery so it went back with Yodel.

frustrated99

I have shown shop direct the tracking number and even pictures of the receipts multiple times through email but they ignore it or plead ignorance. It's so frustrating.

merlot123

http://www.shopdirect.com/shop-direct/directors/

I would personally send a letter and photocopies of receipts etc of delivery/returns etc to one of the directors. Send by recorded delivery and if you think you need to you could mention you will seek legal advice on this matter. (You usually can see a solicitor free of charge for half an hour).

Putting customers 1st is their mission statement, they have clearly failed on this occasion.

asparagus1968

crikey,you poor thing!
get the email address of the chief executive of shop direct,put down all the facts,clear as you can,see if that helps?
is there an ombudsmen/watchdog/trading standards/newspaper you could get in touch with?sounds like you need some big guns fighting for you.
good luck